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FAQS Product - Digital Alarm

Do I need to pay VAT?

91% of customers do not pay VAT on their personal alarm. You may be eligible for VAT exemption if you, or the person you’re buying for:

  • Have a condition requiring regular medication
  • Are chronically sick
  • Are registered disabled

If unsure, check the VAT exempt requirements.

What do I need to use the Digital Personal Alarm?

Everything is included with your Digital Personal Alarm order. You just need a mains electricity socket within 3 metres of where you want to place the base unit. You may need to bend down to reach it.

For the best emergency response, we recommend providing:
✔ Emergency contacts
✔ Key safe details (if you have one)
✔ GP details and medical conditions (to arrange the right help in an emergency)

With everything in place, your Digital Personal Alarm will be ready to provide you with reassurance and support whenever you need it.

What is the difference between the Digital Personal Alarm and an analogue personal alarm?

  • A Digital Personal Alarm is a safety device that connects via a mobile network, without relying on a traditional analogue telephone line or broadband connection.
  • The Digital Personal Alarm uses two multi-network SIM cards for the best possible coverage. It allows users to call for help at the press of a button, providing a direct link to the Emergency Resolution Team.
  • The SIM and data usage are included in your subscription so there are no extra costs.
  • As analogue phone lines are being phased out, digital alarms ensure a reliable and future-proof solution for personal safety, offering continuous support. 
  • An analogue personal alarm uses a telephone landline and therefore the base unit needs to be connected to your telephone socket.

What is the Digital Switchover?

  • BT has announced that by 2027 all analogue phone lines will be replaced with digital ones. The switchover means all new houses are set to be built with a digital-only connection from 2023 and many households have already upgraded.
  • Telephone landlines will still exist, and you can still have a landline telephone at home. However, the network that the phone uses will be different.
  • Your telephone provider will send you a digital hub that you will need to connect your phone to. Any other equipment that connects to the phone line will also need to be connected to the digital hub. You may also need to replace your telephone handset, although your telephone provider can advise on this.

You can find out more about the telephone digital switchover on our Resources and Advice web pages.

Personal alarms traditionally relied on analogue telephone landlines. Newer devices, including the Digital Personal Alarm and Taking Care Anywhere, are unaffected because they do not use a telephone landline.

Does the Digital Personal Alarm need a telephone landline?

  • No, unlike analogue alarms, the Digital Personal Alarm base unit does not need a telephone landline.
  • The Digital Personal Alarm uses two multi-network SIM cards, so it is perfect for customers that don't have a telephone line in their home but need a little support to live independently. 
  • The SIM and data usage are included in your subscription so there are no extra costs.

What if I can't get a mobile signal where I live?

The Digital Personal Alarm uses two multi-network SIM cards and will connect to the strongest mobile network available. The Digital Personal Alarm is not limited to mobile coverage from a single mobile network. The alarm base unit also has a large internal antennae to improve reception.

If you are concerned about the mobile signal where you live, please call freephone 0800 085 7371 for advice. Lines are open Monday – Friday, 9am – 6pm.

Do I need Wi-Fi or a mobile plan for a digital personal alarm?

Our digital personal alarms operate independently of home Wi-Fi. They use built-in SIM cards to connect to mobile networks, ensuring they work both at home and outdoors without relying on your personal internet connection.

What does the set-up cost include?

The set-up cost includes setting up your account and registering you as a customer. You will need to setup the personal alarm yourself.

How do I set up the Direct Debit subscription?

When ordering online:

  • Pay the set-up cost with a debit or credit card.
  • Complete the Direct Debit form linked from the confirmation page and order confirmation email for the ongoing subscription.

If ordering by phone, our advisor will help you set it up. 

If someone else is paying the subscription, they can use the link in your email or call Customer Services.

How do I set up the Digital Personal Alarm?

  • Setting up your Digital Personal Alarm is quick and straightforward, with no need for a technician. Just follow the voice-guided setup instructions, which will take you through the process step by step.
  • A family member or friend can also assist if needed. We also provide a user guide with clear instructions and diagrams to make installation even easier.

If you have any questions during setup, our team is always here to help.

Does the Digital Personal Alarm detect falls?

No, the Digital Personal Alarm does not detect falls. If you would like a personal alarm that works in the home and garden and includes fall detection, please choose the Digital Fall Alarm. You can also find more information on what to do in the event of a fall here.

Is the Digital Personal Alarm pendant waterproof?

Yes, the pendant alarm is waterproof up to 1.5 metres for 30 minutes (IP68 standard) and can be worn in the bath and shower. 

What happens when I press the button on my Digital Personal Alarm?

  • When you press the emergency button on the pendant or base unit, an alarm call is made to our 24/7 Emergency Resolution Team and quickly answered.
  • The Emergency Resolution Team will know who you are and where you live. The Emergency Resolution Team will talk with you over the alarm unit and assess the situation. Even if you are unable to speak, they will know where to direct help.
  • If you need further help, we will either call your nominated emergency contacts, such as friends, neighbours or family, or the emergency services. 

What happens if I have an emergency and cannot speak through the alarm?

  • If you press your pendant alarm but are unable to speak, don’t worry - we’ll still know who you are and where you’re calling from.
  • Our Emergency Resolution Team will assess the situation and quickly arrange help. If you don’t respond, we will follow your emergency plan, contacting your chosen emergency contacts or calling the emergency services to ensure help reaches you as soon as possible.
  • Your alarm is there to protect you in every situation, even if you can’t ask for help yourself.

What if I need an ambulance and I cannot let them in?

  • If you ever need emergency help but can’t unlock the door, a key safe can ensure paramedics can reach you quickly without causing damage to your home.
  • We recommend installing a secure key safe outside your home and sharing the code with us. In an emergency, we will provide the code to the emergency services so they can enter safely and assist you as quickly as possible.
  • Having a key safe gives you and your loved ones extra peace of mind, knowing help can always get to you when needed.

Will my personal alarm work if there is a power cut?

Yes, the battery backup in your in-home alarm unit will work for approximately 40 hours, if fully charged. This means that during a power cut, you will still be able to make an alarm call and speak with our Emergency Resolution Team.

What if the battery runs out?

  • The Digital Personal Alarm pendant is designed to be long-lasting, with a five-year battery life.
  • It also performs a daily self-test and has a low battery reporting function, so you don’t need to worry about it unexpectedly running out of power.
  • If the battery ever gets low, the system will automatically alert us, ensuring your alarm remains fully operational and ready to keep you safe.

Can I choose how to wear the Digital Personal Alarm pendant?

Yes, you can choose either the wrist strap or neck pendant when you place your order.

How do I order the wrist or pendant option?

  • When placing your order online, you can choose whether you’d prefer to wear your alarm as a wristband or a pendant.
  • If you’d like extra reassurance, you also have the option to add a second pendant — either as a spare or for another person living at the same address.
  • If you need any help deciding, our team is always happy to assist.

Can I have more than one Digital Personal Alarm pendant?

Yes, you can add another pendant for anyone living at the same address, or for use as a spare, for just £4 per month (£4.80 including VAT) when you place your order. If ordering online, you can select this option when you choose your subscription plan and package options.

Do I need a key safe?

  • We recommend customers have a key safe, particularly if they do not have an emergency contact who lives within 30 minutes travel time that can come to their assistance when needed.
  • If you have a key safe, you can share the location and code with us. We will only give the code to the emergency services if we call them on your behalf and you’re unable to get to the door.

Does the Digital Personal Alarm pendant work out-and-about?

  • No, the Digital Personal Alarm pendant only works in the home and garden, up to 300 metres / 984 feet from the alarm unit. However, the Taking Care Anywhere will work at home and out-and-about. It also includes fall detection and does not need a telephone landline.
  • As part of the set-up process, the Digital Personal Alarm will guide you through a range test so you can be confident the alarm pendant will work around your home. 

What is covered by the lifetime warranty?

  • If your Digital Personal Alarm develops a fault or stops working at any time whilst you are a customer, we will attempt to repair the equipment or replace it.
  • If the long-life pendant battery needs replacing, we'll arrange for that to be changed too, free of charge.

Is the delivery, warranty and repair service free of charge?

  • Yes. We don’t charge for delivery and we include next working day delivery for orders received by 1pm, Monday – Friday to all postcodes in England and Wales.
  • For those areas of the UK that we cannot deliver to within 24 hours, we offer a 48-hour delivery instead.

What if I want to pay the set-up costs for the Digital Personal Alarm and someone else pays the subscription?

  • You can pay the set-up cost when you order.
  • The person paying the subscription can complete the Direct Debit form or call Customer Services on freephone 0800 085 7371. Lines are open Monday - Friday, 9am - 5pm.

How do I provide you with details of my emergency contacts?

  • Online: Use the account setup link in your order confirmation email.
  • By post: Complete the form in your welcome pack.
  • By phone: Call freephone 0800 023 4301, Monday – Friday, 9am – 5pm.

Who do I tell if anything changes?

If you move home, change your phone number, or if there are any updates to your medical conditions or keyholder contact details, please let us know as soon as possible.

We rely on this information being up to date so we can get you the right help quickly if you ever need it.

To update your details, call our Customer Services team on 0800 085 7371 — we’re always here to help.

What if I change my mind after ordering?

  • You can return your alarm for free within 30 days for a full refund.
  • We’ll arrange a return via an Evri ParcelShop or courier collection.

Do I own the Digital Personal Alarm equipment?

No, the Digital Personal Alarm is rented from us for the duration of your contract. 

If it develops a fault, we’ll repair or replace it for free.

When you no longer need the service, we’ll arrange a free return via an Evri ParcelShop or courier collection.

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